EV Concierge Team Lead

Description

The Role

The EV Concierge Team Lead is responsible for managing the efficient performance of the EV Concierge advisors and providing support for them to be successful in building relationships with current and prospective customers of EV vehicles.

They will execute management priorities, work towards achieving expected results and continuous improvement.

The team processes cases that come from EV Concierge inbound lines of business. The team lead has a thorough understanding of both Customer Success Operations, OnStar branded services, and contact center operations. The team lead escalates outstanding concerns to GM product owners for resolution. Team Lead manages all advisor cases to completion, closing the loop with customers to ensure resolution and satisfaction.

The goal of the team is to manage their advisors to the set KPIs and goals of the organization. Team Leads will execute management priorities, work towards achieving expected results and continuous improvement. Team Leads are driven to provide support for their team members to be successful in building relationships with our customers, members, dealership personnel, field organization, Brand Quality, and various General Motors Leaders. You will execute management priorities, working toward achieving results and continuous improvement.

What You'll Do:

• Provide exceptional service to all internal and external customers.
• Create and promote a team culture that puts the customer at the center of everything that we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.
• Supervise assigned group of 12-16 contract advisors, providing all necessary supervisory and support functions for the team.
• Provide proactive support and direction to advisors working with consumers that request assistance with vehicle or dealer concerns, vehicle locates, and potential sales leads in phone/chat/email channels.
• Interface with other internal or external stakeholders on behalf of team to resolve difficult or complex cases and provide timely and thorough resolution to the customer.
• Adhere and contribute to defining processes that produce best-in-class consumer care experiences and identify opportunities for constant improvement.
• Help train new staff in areas of expertise as needed.
• Perform Quality Audits (QA) on assigned advisors and deliver feedback.
• Manage team productivity to achieve service/customer response targets.
• Participate in any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
• Complete and/or assist with ad hoc projects within aggressive timelines as delegated by leadership.
• Must remain flexible on hours depending on the needs on the team (EV Concierge hours of operations: 8 AM to Midnight, M-F and 9 AM to 9 PM Saturday and Sunday)

• Bachelor's Degree preferred
• 2+ years of experience in customer service-related profession
• Leadership/Management Experience
• Must have 1 year of leadership experience within a call center environment
• Computer navigation and proficiency in Microsoft Office programs
• Strong reading comprehension and verbal and written communication skills
• Extensive expertise and knowledge of automotive and electric vehicle industry
• Expert knowledge of OneCRM

• Ability to deal with ambiguity and adapt quickly in a fast-paced environment
• Ability to manage multiple projects/activities within aggressive timelines